L1 Support Specialist
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Job Summary
This is a remote position.
NOTE: Work Timings - EST
The Level 1 Support Specialist is the first point of contact for the client support team handling incoming tickets acrossa varied range of IT operational and product areas. Within a small but crucial team you will be responsible for resolving issues you can own directly and triaging those that need to go further getting the right tickets to the right people fast.
This is a role for someone who is organised methodical and comfortable switching between different types of work: one moment you might be setting up a new user account the next investigating a post-event issue or ensuring Salesforce data is clean and accurate. You will be responsible for managing your queue of tickets within expected SLAs and for delivering first class service to internal and external customers.
Handle user onboarding and offboarding requests setting up accounts configuring access and ensuring everything is in place for day one
Process hardware and software requests coordinating with relevant teams to fulfil them
Troubleshoot common IT issues using all available resources including AI tools and the Knowledge Base to find solutions; resolving what you can and escalating more complex problems to dedicated IT resource
Act as the first line of response for product-related tickets across Central Passport Stream Podium and related platforms
Gather the right information from the reporter reproduce issues where possible and assess severity and impact
Resolve straightforward product queries and configuration questions directly using the Product Knowledge Base as your primary resource
Escalate complex or unresolved product issues with clear well-documented context
Create and manage user accounts across client platforms
Handle configuration tasks including CSV schedule uploads blueprint and template management
Support clients and internal teams with standard setup requests following documented processes
Review post-event issue tickets raised by internal teams ensuring they are accurately categorised and contain sufficient detail
Route logged issues to the appropriate team for investigation Product Delivery or IT based on issue type
Carry out routine Salesforce admin tasks including merging duplicate records and editing orders
Maintain data quality standards and flag anomalies to the relevant team
Use the Product Knowledge Base as the go-to resource for issue resolution and flag gaps where articles are missing or out of date
Document ticket resolutions clearly and consistently contributing to a reliable record of known issues and fixes
Use AI tools actively and effectively across your work whether thats troubleshooting an IT issue draftinga response or researching an unfamiliar error.
See AI as a powerful tool but not a crutch. It is critical that you understand the answer verify it worksdocument it properly and ensure the end user gets a clear accurate response
4 years experience in a support helpdesk or operations role
Exposure to IT support tasks such as user administration hardware requests or software troubleshooting
Experience working with a ticketing or CRM system (e.g. Freshdesk Zendesk Salesforce Jira)
Experience in a SaaS virtual events or technology services environment is a plus
Organised and methodical able to manage a varied fast-moving ticket queue without dropping the ball
Clear communicator written and verbal clients and colleagues should always know where things stand
Comfortable using software products and picking up new tools quickly
Knows when to escalate confident enough to resolve whats in scope disciplined enough not to overreach
Positive attitude toward AI tools curious about how they can make the job faster and better
A team player who contributes to shared knowledge not just their own queue
Required Skills:
Required Qualifications Experience & Background 4 years experience in a support helpdesk or operations role Exposure to IT support tasks such as user administration hardware requests or software troubleshooting Experience working with a ticketing or CRM system (e.g. Freshdesk Zendesk Salesforce Jira) Experience in a SaaS virtual events or technology services environment is a plus Skills & Attributes Organised and methodical able to manage a varied fast-moving ticket queue without dropping the ball Clear communicator written and verbal clients and colleagues should always know where things stand Comfortable using software products and picking up new tools quickly Knows when to escalate confident enough to resolve whats in scope disciplined enough not to overreach Positive attitude toward AI tools curious about how they can make the job faster and better A team player who contributes to shared knowledge not just their own queue
